We bought a truck yesterday and I had to write you about an
exceptional employee.  Jeff Moran  was probably the nicest, down to business
car person I have ever dealt with.  No only did he not waste our time, he
showed us a bed covers (on his own truck) and how it work.  He made our
truck buying experience a real pleasure.  I’ve never said that before.  As a
result of his help we are getting the cover and tires from your dealership.
He is a keeper…
Sue

We purchased a Smart for Two from Herb Chambers Toyota of Auburn
for our son.  We really needed the car to be prepped and ready for delivery
within a day and a half.  Jeff Moran and his entire staff played a part in
making this surprise for our son a reality.  Thank you to all of the Auburn
staff for a job really well done.

Dear Mr. Chambers,

Thank you for your prompt response.  Mr. Bortolussi did contact me and made arrangements to take care of the situation.  It was resolved quickly and to our satisfaction.  We are both very happy and relieved.  Thank you so much for your assistance in this matter.  Mr. Bortolussi did a wonderful job.  I now know who to call if we run into any problems in the future.

Thank you again.

Sincerely,

Kathleen and Pat

____________________________________________________________________

12/16/08

I have spoken to the customer and apologized for the issue she had.  We are picking up the vehicle tomorrow at her place of business. We will be getting her new plates at the RMV, putting a sticker on her vehicle, making a duplicate key and will have it back to her before she leaves for work.  She and her daughter are very satisfied with the outcome.

Thanks,

Dan Bortolussi
General Manager
Herb Chambers Toyota of Auburn
Herb Chambers Hyundai of Auburn

____________________________________________________________________

12/15/08

Dear Mr. Chambers,

I am writing on behalf of my mother who purchased a car from your dealership approximately 2 weeks ago. My mother wanted a Toyota Rav4 and I suggested we look at the Herb Chambers dealership as my husband and I purchased a mini cooper from your Boston store and were quite pleased with everything.

We have been very disappointed with the service we have received since purchasing the vehicle. It began when we were waiting to be called when the registration was ready to be picked up and to get an inspection sticker.
We never received that call.  After 5 days we called and were told it was in fact ready.  My mother brought her car in, picked up the registration and was denied a sticker due to and issue with her license plate.  The service department told her they would contact her to pick up her car and take care of the problem at the registry and get her a sticker.  We are still waiting for that phone call 11 days later. I have called 3 times to find out what is going on and finally was told today that the dealership would not be doing this. We need to take care of it ourselves, which is fine except it is contrary to what we were told originally.  I also expressed my displeasure with the salesman, Renel Plymouthe.  He was not concerned and did nothing to rectify the problem. He stated that I would need to talk to a sales manager if I was unhappy. He didn’t even offer to transfer me or have him call me. He told me to call back and ask for Jeff Moran.  I did this approximately 5 hours ago and am still waiting for a return phone call.
Which has been the problem all along. Nobody will call us back. I also requested a second key for the car and was told that we would have to pay for it. I suggested that their customer service was seriously lacking in this sale and the least they could do was to give my mother a second key.

I feel terrible that my mother is in this predicament because of my recommendation and that is why I am writing to you on her behalf. I believe that you would not be happy with the way we are being treated.

I thank you for your prompt attention in this matter.

Sincerly,

Kathleen

My husband and I would just like to thank you and especially your staff at the Auburn location.  We just purchased a new Scion XB and your crew was not only professional but also personable.  Jeff Moran has been working away, crunching numbers, and keeping in constant contact in regards to the final sale details.  Brian Lee processed all of my paperwork acurately and promptly.  I also have to give thanks to Peter (I believe) in the finance department.  He took his time, went over all of the paperwork thouroughly, and had a great personality as well.  I had purchased through Herb Chambers Auburn in the past and my confidence had been shaken…today really made me regain trust.  All of your staff made us feel welcome and taken care of in the way a customer should be treated upon making a large purchase in this shaky economy.  Thank you again!